TripAdvisor Traveler Rating:

1.05Cleanliness

3.05Location

2.05Rooms

2.05Service

3.05SleepQuality

3.05Value

2.05

“"Terrible Room Conditions"”

Oct 29, 2012William W, Indianapolis

I was apalled by the condition of my room when I checked in, granted it was late that night (after midnight) due to business that day. But when I walked in my room every light was on in the place, TV was on, window wide open, every cabinet in the kitchen area was wide open, like the place had just been recently insecticidal bombed. Pillows were on the desk, one on the floor with their covers drapped over the chair. Toaster was in the sink, no coffee pot in the coffee machine, and worst of all was the bathroom, there was a pile of #2 still in the toilet that had never been flushed let alone cleaned and no shower curtain on the shower. Towles and linen seemed to be fresh and it was late so I stayed, called down once to the office but no one picked up, no one around the next morning for check out and to advise of the room situation. I had a meeting to get to so I just put my room key on the counter and left......NOT A GOOD EXPERIENCE!!!!!!! My company has a business account there with one of our offices down the street which is why I stayed there, but informed them they should change hotel accounts if our other out of town employees and guests have to put up with those type of conditions........Bill Worley

Read management response to this review.

Management response from HospitalityMgr, Manager

Thank you for making us aware of this situation. We are sorry that this happened to you and embarassed to hear of this occurance, to say the least. We are currently investigating this situation to determine how this could have occured so that employees may be coached and processes improved. It appears this room was put into the system as "clean" before housekeeping had completely finished the room. It is our policy that no room should be changed in the reservation system to "clean" status until it has been inspected by either the Housekeeping Supervisor or the Front Desk Manager on Duty. Clearly this did not happen and we are taking action to determine how this oversight could have occured. Additionally, our Front Desk staff is to keep a cordless phone on them at all times and place a "Be RIght Back" sign on the front desk if they need to step away. This ensures that the Front Desk staff can be reached 24 hours a day from our main line, from room phones, and from the house phone at the front desk. There is no excuse as to why the Front Desk staff could not be reached to correct this issue and move you to a new room. Management has issued you a complete refund, and would like to speak to you further, but there is no phone number attached to your reservation. If you could, please contact us at 502-261-0085 and ask to speak to our Operations Manager or General Manager. We are committed to doing whatever it takes to make this right for you!
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